At Cherry Tree Therapy Centre, we are committed to providing a high standard of care and service to all clients. We recognise that there may be occasions where you feel dissatisfied with an aspect of our service, and we take all complaints seriously.
This policy outlines how complaints are handled in a clear, fair, and timely way.
The purpose of this policy is to provide a transparent process for raising concerns or making a complaint about services provided by Cherry Tree Therapy Centre. Our aim is to ensure that complaints are addressed respectfully, promptly, and fairly for everyone involved.
This complaints policy applies to services provided by Cherry Tree Therapy Centre at both our Buckhurst Hill and Henley-on-Thames locations, as well as online services where applicable.
A complaint is any expression of dissatisfaction with the services provided by Cherry Tree Therapy Centre. This may relate to, but is not limited to:
The conduct of staff or therapists
The quality of services provided
Administrative or communication issues
Any other aspect of service delivery
Clients are encouraged to raise concerns as soon as possible after an issue arises.
Complaints may be made:
In person
By telephone
By email
In writing
Clients are welcome to seek support from a trusted advocate or support person when making a complaint, if helpful.
When a complaint is received, Cherry Tree Therapy Centre will:
Acknowledge receipt of the complaint within two working days
Assign an appropriate team member to review and address the concern
Conduct a fair and impartial investigation
Keep the client informed of progress and expected timescales
Take appropriate steps to address any issues identified
Aim to resolve the complaint within a reasonable timeframe
All complaints are treated with sensitivity and confidentiality. Information relating to a complaint will only be shared with those directly involved in reviewing and resolving the matter.
Client confidentiality will be maintained in line with our Privacy Policy and relevant legal and professional obligations.
If a client is not satisfied with the outcome of their complaint or how it has been handled, they may request that the matter is escalated to a senior member of the management team.
Information about escalation options will be provided upon request.
If a complaint cannot be resolved internally, clients may choose to seek external review through relevant professional or membership bodies, where appropriate.
Cherry Tree Therapy Centre values feedback and views complaints as an opportunity to learn and improve. Complaints are reviewed periodically to identify themes or areas where changes may be needed to improve services.
To make a complaint or request further information about this policy, please contact:
Caroline Ley
Clinical Director
📧 info@cherrytreetherapycentre.co.uk
Cherry Tree Therapy Centre is committed to providing a safe, respectful, and supportive environment for all clients. We take concerns seriously and aim to address them with fairness, transparency, and care.